Fee Administration & Refund Policy

1. Relevant Standards

2. Purpose

3. Policy Principles

Mark Institute Australia Pty Ltd implements fair and reasonable refund practices and transparent processes for fee application and administration. Mark Institute Australia Pty Ltd will ensure that:

• Prospective students are aware of its fee policies in order to make informed decisions about enrolment in a course
• Its fee and refund policy is prominent and accessible to its staff, prospective students, and existing students
• It implements and maintains a process for fair and reasonable refunds and fees paid
• It provides refunds for fees and charges paid by clients, where training and assessment activities have not been delivered

4. Fee Administration Policy Principles

Fee Information

Mark Institute Australia Pty Ltd will inform its prospective students and employers (if applicable) of the full and accurate course fees associated with the training and the refund policy before enrolment. The fee information will include but will not be limited to:

• Breakdown of the course fee (if any)
• Fee and Refund policy
• Incidental fees
• Compulsory fees
• Additional charges or co-contributions
• Process for recovery of outstanding student fees

For any incidental fees that may be applicable, Mark Institute Australia Pty Ltd will inform the prospective student before enrolling that such fees are a charge for an essential good or service and that the student has a choice of acquiring this from a supplier other than Mark Institute Australia Pty Ltd.

Fee Administration

• Mark Institute Australia Pty Ltd will only charge fees for accredited training in accordance with the fee information published and provided to the prospective student and the Fee Administration and Refund Policy
• Mark Institute Australia Pty Ltd will retain accurate course fee payment, waiver, exemption or refund records for each student
• Mark Institute Australia Pty Ltd will require payment prior to commencement of training as well as pre-payment plans for students
• Mark Institute Australia Pty Ltd will apply standard student fees for Fee-for-Service (FFS) students
• Mark Institute Australia Pty Ltd will allow participant course fees to be paid on behalf of the student by their employer or another third party (if applicable)

5. Fee Payment Arrangements

• Students do not pre-pay fees over $1,500. Should any course be offered with a cost of over $1,500, a schedule of the payment plan will be outlined in the student enrolment forms
• Where relevant, Mark Institute Australia Pty Ltd implements a fee payment plan and will only collect upon enrolment a non-refundable enrolment administration fee of 10% of the full course fee payable (non-discounted) or a minimum of $250 (whichever is greater) included in the first instalment of the tuition fee
• Fees must be paid in full before certification will be issued
• If payment instalments/arrangements are in place, and payment becomes overdue and remains unpaid for a period in excess of 14 days, Mark Institute Australia Pty Ltd reserves the right to suspend the student’s learning or assessments (or both) until all fee payments are up to date
• Flexible payment arrangements, such as instalments, credit cards, direct debit, cheques and EFT remittances are acceptable to accommodate the diverse financial situations of clients

6. Outstanding Student Fees

• Mark Institute Australia Pty Ltd will notify all parties in writing if suspension. Once payment has been finalised, parties will be notified of the recommencement of training
• Mark Institute Australia Pty Ltd will charge a recommencement fee for any suspended training to cover administration costs
• Mark Institute Australia Pty Ltd will not issue SOAs or Certificates if training fees are outstanding
• Mark Institute Australia Pty Ltd will inform students of its process for the recovery of outstanding student fees prior to enrolment through its Fee Administration and Refund Policy

7. Refund Policy Principles

• Details of Mark Institute Australia Pty Ltd’s Refund Policy is publicly available to prospective students and employers (if applicable), staff and existing students and employers (if applicable)
• Mark Institute Australia Pty Ltd will make students aware of the refund policy prior to enrolment
• With regard to all withdrawal of training, Mark Institute Australia Pty Ltd will first encourage a client to continue training or provide other options such as enrolling to another course date, prior to processing refund applications
• All refund requests must be done in writing via the Refund Request Form. Mark Institute Australia Pty Ltd will only acknowledge and review requests based on information provided through the form. Exemptions are made to mitigating circumstances, provided there is supporting evidence
• No refunds will be issued for cancellations outside of the Refund Period
• For refund applications within the Refund Period, the Refund Request Form must be received by Mark Institute Australia Pty Ltd within the Refund Period. A refund of the course fee, less the applicable Administrative Fees, will only be issued if all above criteria have been met and the student has no previous outstanding monies with Mark Institute Australia Pty Ltd
• Mark Institute Australia Pty Ltd requires written notification of withdrawal from training; this may be via letter, email or the completion of the Withdrawal from Training Form. Refund will be assessed upon receipt of the request. Statement of fees that includes all fees applied and any fees refunded (if applicable) will be provided where a student withdraws from training
• Mark Institute Australia Pty Ltd will process refund requests within 1 week from the day of receipt. The reimbursement procedure for approved refunds may take up to 4 weeks

8. Conditions Where No Refund Applies

Mark Institute Australia Pty Ltd does not provide refund where:

• A client has commenced their course/unit
• There are changes to work hours
• Moving interstate
• Student leaves before full course completion and does not complete qualification after assessment
• Recognition resources and services have been supplied to the client

9. Monitoring and Improvement

10. Annex — Refund Table

Mark Institute Australia Pty Ltd Refunds for enrolments are subject to the following refund formula.

All refund requests must comply with the Mark Institute Australia Refund Policy & applicable legislation.

11. Version Control